MSP IT Manager

IT Technician Manager

Position Summary

The company is seeking a Level 2 IT Technician Manager to oversee daily operations within a Managed Service Provider environment. This role blends hands-on L2 technical support with operational management of technicians, ticket flow, and onsite dispatching. The position is based in Miami FL, operating during standard U.S. business hours, with the ability to occasionally visit client offices when required.

Work Schedule

• Standard U.S. business hours Monday–Friday
• Occasional after-hours availability for escalations is a plus
• Ability to travel locally to client sites as needed

Core Responsibilities

Operational Management

• Manage communication primarily through email, with supplemental phone interaction as needed.
• Balance technician workloads and ensure SLA compliance across all clients.
• Monitor ticket queues, prioritize tasks, and ensure timely follow-ups.
• Take ownership of tickets when necessary, using sound judgment to determine next steps and timelines.

Technician Leadership & Scheduling

• Oversee daily activities of L1/L2 technicians, providing direction, support, and oversight.
• Coordinate onsite dispatching, including technician assignments and scheduling.
• Maintain real-time visibility into technician locations, availability, and progress.
• Support escalations within L2 scope (not an L3 engineering role).

Daily Logistics & Dispatch Coordination

• Manage day-to-day operational flow to ensure smooth service delivery.
• Track equipment, deliveries, and onsite logistics from dispatch to arrival.
• Ensure accurate scheduling, resource allocation, and time management.
• Maintain oversight of ticket lifecycles and intervene when necessary.

Technical Responsibilities (Level 2)

• Handle regular L2 desktop support tickets, including troubleshooting, software issues, and endpoint support.
• Assist with escalations requiring L2 expertise.
• Ensure proper documentation, ticket notes, and adherence to MSP standards.

Process, Quality, and Automation

• Enforce internal processes, workflows, and automation standards.
• Identify inefficiencies and recommend improvements to enhance service delivery.
• Support broader operational initiatives and contribute to continuous improvement.
• Ensure technicians follow established procedures and automation paths.

Requirements

• Experience in an MSP environment (strong advantage).
• Proven background as a Level 2 IT Technician.
• Experience managing or coordinating technicians or service desk teams.
• Strong written and verbal communication skills.
• Excellent organizational and multitasking abilities.
• Ability to make operational decisions confidently without L3 engineering knowledge.
• Familiarity with ticketing systems, dispatch tools, and workflow automation.
• Must be based near Miami FL, with the ability to visit client offices when required